Support Offerings

Overview

Radiant Logic offers three different levels of support offerings to our customers, making it easy to select something that works for you and your organization. 

Silver Support - Otherwise known as premium support

  • Professional Support Monday-Friday, 6 am to 5 pm PST
  • After hours 24 hours a day, 7 days a week for priority 1 issues
  • Self Service Support Portal Access with Unlimited Support Cases 
  • Screenshare & conference calls for urgent issues 
  • Annual Health Checks 
  • New product releases, defect fixes, and workarounds 

Gold Support  

Includes everything in Silver Support, plus 

  • Escalation Management 
  • Pre-upgrade Analysis 
  • Quarterly Health Checks  
  • Scheduled Production Go-Live Assistance 

Platinum Support  

Includes everything in Silver & Gold Support, plus 

  • Dedicated Support Engineer 
  • Scheduled Monthly Status Checks 
  • Assigned Customer Experience Manager 

 

Support Features Silver  Gold Platinum 
Support Hours (6 am - 5 pm PST)  Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png
24/7 Support for Priority 1 Issues Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Screen_Shot_2022-01-24_at_12.09.50_PM.png

Self Service Support Portal Access with Unlimited Support Cases  Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Screen_Shot_2022-01-24_at_12.09.50_PM.png

Screenshare & Conference Calls For Urgent Issues 

Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Screen_Shot_2022-01-24_at_12.09.50_PM.png

Annual Health Check

Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Screen_Shot_2022-01-24_at_12.09.50_PM.png

New Product Releases, Patches & Workarounds 

Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png
Escalation Management  Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png
Pre-upgrade Analysis  Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Quarterly Health Checks 

Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Scheduled Production Go-Live Assistance

Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png
Dedicated Support Engineer  Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png
Scheduled Monthly Status Checks  Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

Assigned Customer Experience Manager 

Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.10.04_PM.png Screen_Shot_2022-01-24_at_12.09.50_PM.png

 

Additional Premium Details

Dedicated Support Engineer 

These dedicated support engineers' purpose is to build up knowledge and familiarity with customers' environments in order to resolve tickets expeditiously. Engineers will ensure pending actions are acted on in a timely manner, and regularly inspected with an eye toward timely resolution. During quarterly business reviews, engineers may also be brought in to discuss overall product usage and ticket submission.

Assigned Customer Experience Manager / Scheduled Monthly Status Checks 

Acting as a customer advocate, your dedicated customer experience manager will learn about your business objectives and organization to help you maximize your investment. They will perform monthly status checks and quarterly business reviews and work with Radiant Logic's professional services and support engineers to guarantee an exceptional customer experience. 

Datasheet

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